Operations Manager - Business Compliance

The Operations Manager - Business Compliance is responsible for overseeing, managing, and optimizing the end-to-end operations within the Business Compliance team of Business Barbados. The role combines operational leadership, quality assurance, process optimization, and compliance oversight. The Operations Manager will lead a team responsible for handling compliance workflows, maintaining service standards, and ensuring timely and compliant delivery of business services.

Key Responsibilities

1. Compliance Operations Management

• Oversee daily operations of the Business Compliance function to ensure efficient, accurate, and compliant service delivery.
• Ensure all compliance processes align with relevant laws, regulations, and internal policies.
• Monitor workflow volumes, turnaround times, and service quality across operations.
• Ensure proper documentation, record-keeping, and audit readiness across all compliance activities.

2. Team Leadership & Supervision

• Set clear performance objectives and service standards for the compliance team.
• Conduct one-on-one meetings, performance reviews, and coaching sessions.
• Build a high-performance, accountability-driven team culture focused on accuracy and customer service.

3. Process Improvement & Quality Control

• Review and continuously improve compliance workflows to reduce errors, rework, and delays.
• Implement quality assurance checks and internal controls to maintain high compliance standards.
• Identify risks, gaps, or inefficiencies in processes and implement corrective actions.
• Ensure consistency in how compliance services are delivered across clients and cases.

4. Performance Monitoring & Reporting

• Establish and track key performance indicators (KPIs) related to compliance accuracy, turnaround time, and team performance.
• Prepare regular operational and compliance performance reports for senior management.
• Use data and trend analysis to anticipate workload needs and inform planning decisions.

5. Client & Issue Escalation Management

• Handle escalated compliance matters, ensuring issues are resolved accurately and professionally.
• Ensure timely and clear communication with internal teams and clients regarding compliance requirements and updates.
• Support client retention by maintaining high standards of professionalism and service delivery.

6. Stakeholder & Cross-Functional Collaboration

• Collaborate with other teams to ensure alignment of business compliance initiatives.
• Collaborate with other teams to ensure seamless service delivery.
• Partner with senior leadership to drive cross-functional projects and initiatives.

7. Policy, Risk & Governance Support

• Support the implementation and adherence to compliance policies and procedures.
• Assist in identifying regulatory risks and operational vulnerabilities within compliance operations.
• Ensure confidentiality, data protection, and ethical standards are upheld across the team.

8. Other Duties

• Perform any other job-related duties as assigned.

Key Skills and Competencies

• Leadership: Strong leadership and team management skills, with the ability to inspire and guide teams to high performance.
• Operational Expertise: In-depth knowledge of operational processes and best practices in customer service management.
• Attention to Detail: High focus on accuracy, documentation, and regulatory adherence.
• Analytical Thinking: Ability to interpret performance data and identify improvement opportunities.
• Communication: Excellent verbal and written communication skills, with the ability to influence and collaborate effectively.
• Problem-Solving: Strong problem-solving skills with the ability to identify issues, analyse situations, and implement effective solutions.
• Customer Focus: Commitment to delivering high-quality, client-centric compliance services.

Qualifications

• Bachelor's degree in Business Administration, Management, Operations, or a related field.
• Proven experience in an operations support role.
• Strong understanding of operational processes and best practices.
• Proficiency in using office software and operational tools.
• Excellent communication and interpersonal skills.
• Strong problem-solving and organizational skills.
• Knowledge of the local market and business landscape in Barbados.

Working Conditions

• This position operates primarily in an office environment, with occasional travel for client meetings or presentations.
• Flexibility in working hours may be required to accommodate client needs or deadlines.
• Professional demeanour and adherence to confidentiality standards are essential.